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WordPress Hosting Service Level Agreement

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Updated March21/2021

Our WordPress support is available via our online chat on website via email. We encourage our users to contact us directly through our website. Included in our WordPress Hosting & Support are the following services:

  • WordPress Hosting: Super fast, secure, Canadian based WordPress Hosting with SSD disks, nginx and dedicated IP addresses.

  • 15 Minute WordPress Jobs: We include up to 5 – 15 minute jobs on your WordPress website. This can include content updates, photo changes, button fixes and other css & html improvements.

  • 24/7 Emergency Support: If you encounter a problem with your website and it results an a business emergency and you desperately need your website back online or restored, we will be available, For emergencies we are available one request on our website through our live chat application, or via text message.

  • WordPress Updates: We will help you update your WordPress website on request. We usually will not update the website until something begins to not work as expected, as updating too quickly can cause compatibility issues among the plugins. As well we will process updates if security issues are found either through public channels or through issues on other sites we host.

  • WordPress Security: We pride ourselves on having a very secure WordPress hosting system. We utilize a custom linux environment and tweak our server with custom libraries to make WordPress fast, secure & swift!

 

Standard Support

Swift Media provides best effort managed support services to all of our clients. Our service strategy is made up of a documented framework we use to ensure data security & redundancy for our clients. The WordPress Service Level Agreement falls under our standard support for windows & Linux applications as outlined below.

Managed Services – Windows & Linux Applications

We provide:

  • Application Support: We provide best effort assistance with the features, functions and use of desktop wrapped software & applications.

  • Technical Support: We provide best effort technical assistance and support with the server operating systems, systems configuration, system management and hardware diagnostics

  • Systems Network Access Connectivity: We provide troubleshooting and fault detection for communication network and infrastructure.

  • Security/Password: We provide user authentication and user ID creation, change and resets for applications and infrastructure.

  • Server Monitoring & Uptime: We provide best effort service monitoring for faults, connectivity and performance to ensure our services meet a 99% uptime guarantee.

  • Server Configuration Management: We provide best effort service to manage system resources, to mitigate performance bottlenecks and possible

  • Backup and Restoral services: We provide best effort backup services that can be made available in the case of outage or incident.

  • Virus Protection: Our infrastructure deployment strategy consists of virus protection through the use of firewalls, network strategy and software.

  • Vulnerability Management: Our system resources are monitored for system vulnerabilities. If our service detects unusual activity in the network our hardware firewall will notify and shutdown the service until our technicians can investigate.

 
 

Best Effort Statement

We are driven to provide the fastest and most secure hosting experience to our clients. Our business has been built on paying attention to the important details that help deliver a quality service at an affordable price. Since our inception we have made customer service a key component embedded into each of our service offerings. Our experience continually educates us and forces us to improve our methods daily. Our best effort in a continually changing world is to ensure uptime, security, dependability and humanity in our business. Our business relies on your success.

Website Liability & Risks

We understand that these topics can create fear, but our approach is to educate to mitigate any fear that may arise from some these topics covered below.

For over a decade Swift Media Group has helped mitigate these risks for our clients. However due to the nature of online activity we need to continue our efforts of education to prepare our clients to be successful in their online efforts.

Content Liability

You are liable for your website and its content. For an example, in the highly unlikely event that a staff member logs into your website and posts credit card information and the credit are company investigates and finds the information on your website they can attempt to prove you are liable. This why we take website security so seriously. We, as with many hosting companies, do not offer insurance for this type of event and cannot be made liable for it. Insurance for this comes from a commercial insurance brokerage. The same situation can be applied to content that is harmful or hurtful against a minority group etc. This is why website security is very important. Governments will continue to adapt legislation to better mitigate these risks, but in the meantime, we are left with the responsibility to educate and create awareness of what we call “Content Liability”. As of March 21/2021 with the 1000s of clients we have worked with, this has never been an issue or a problem.

A Right to Privacy

All visitors and people that interact with your website have the right to privacy. Though government is trying to understand the legislation of this topic, we continue to educate our clients that user privacy is important and should be treated with respect. Many website owners will construct a privacy policy that outlines this topic. We encourage website owners to think about this topic, research it and construct a privacy policy that closely matches current government regulations.

Website Access & Use

As a website owner it is your job to ensure universal access to your website content, function and over all purpose. For example if a blind person comes to your website and attempts to use the screen reader function on your website and it is not coded properly you have unknowingly caused discrimination against people with a disability. As of March 21/2021 with the 1000s’ of clients we have worked with this has never been an issue, though we have to acknowledge that many websites fail to meet this standard.

Your Data, Your Responsibility

As a website owner your data is your responsibly. You should always have a recent backup of your website, we encourage you to request one. No matter how much redundancy we promise to you, nothing is better than you having a physical copy. In the last decade we have never lost a clients website data and we have taken multiple steps to ensure a multiple point data redundancy strategy. If there is a catastrophic event we cannot made liable for the loss of data.

Summary

These are just a few paragraphs that we hope encourage you to put your best foot forward in a digital era. The world is changing faster that any of us thought possible, as it evolves around these topics we want you to be prepared. We invite you for a discussion on these topics.

Sincerely, Matt Potter

SWIFT MEDIA GROUP LTD. St. Albert, Alberta T8N 1H5

 

  1. SERVICES

  • The Client” has engaged Swift Media Group Ltd. “the Provider” in the business of Hosting and Provisioning a Microsoft Cloud Server.

  1. TERM OF SERVICE

  • This Agreement shall commence on the Effective Date and shall continue unless it is extended or terminated as provided for hereunder. If required by either party a review of the agreement will be performed on a need be basis for the duration of this agreement.

  1. LIABILITY

  • Both the Vendor and the Client hereby agree that neither party hereto shall be liable to the other for compensation, reimbursement or damages for the loss of prospective profits or anticipated sales, on account of any expenditure, investments or commitments made in connection with the business or good will of either party or for any other reason. This limitation of liability does not extend to willful misconduct or gross negligence on the part of either party.

  1. DATA LIABILITY

  • The Vendor will provide the Client access to daily backups of their Data. The Vendor will perform weekly backups of all Data and will enforce best practice to ensure the Client’s Data is secure from any loss or corruption. In the case of system failure the Vendor will restore the system with the previous days data.

  1. BUSINESS CONFIDENTIALITY

  • During the course of this relationship the Vendor maybe exposed to Client information and Data. The Vendor shall keep confidential, both during the term and after the termination or expiration of this agreement; such trade secrets, data, information or intellectual property as the Client, or any of its

  • subsidiaries or affiliates may provide to the Vendor or to which the Vendor may be granted access regarding Client or its subsidiaries or affiliates business.

  1. PAYMENT & SERVICES

  • The Client shall pay fees and related expenses to the Vendor for the Service Provided.

    • The Vendor will invoice the Client monthly, quarterly, or annuallybased on general agreement.

    • The Client agrees the monthly invoice which is due with 30 days of receipt.

    • The monthly fee for the Services provided will be based on the number of users registered with the hosted system and the server, network, and disk resources they consume.

    • The monthly fee will include the following:

      • Afterhours support (any time prior to 7:00 or after 18:00 MST).

      • An unlimited amount of remote support time consumed by support or maintenance/

  1. SERVERABILITY

  • If any term or provision of this agreement is invalid, illegal or incapable of being enforced because of any rule of law or public policy, all other conditions and provisions of this agreement nevertheless shall remain in full force and effect. Upon determination that any term or provision is invalid, illegal or incapable of being enforced, this agreement shall be amended so as to achieve the parties’ original intention as close as possible.

  1. TERMINATION

  • Either party may terminate this Agreement without any cancellation charge and without Cause, at any time with 60-days written notice.

  1. HARDWARE & SOFTWARE PROVISIONING

  • The Vendor assumes the responsibility for the provisioning of all hardware. The Client is responsible for all software related to the provisioned server environment and will supply the Vendor the necessary information during configuration. The Vendor assumes responsibility for costs incurred due to errors on the part of the Vendor in ordering and procuring hardware or software. Such guarantees cannot be extended for hardware or software incompatibility or errors when purchased through alternate providers. Best effort support in resolving incompatibility or errors made by alternate providers will be provided. The Vendor will assist in the transition to the alternative hardware/software provider and also provide all existing software images and documentation. The client agrees that there will be no adjustments to the existing service amount paid to the Vendor in the event that an alternate provider is sourced. The Vendor will deliver hardware where required and any shipping fees incurred will be billed to the Client or directly to the Client’s shipping account. 


  1. SECURITY

  • The Vendor will provide all documentation relative to the security configuration and operation of the Client server. Your software will be configured to use our security model and system configuration.

SCHEDULE “A”

SH-SAGE-Hosting

The Vendor will provide remote computer and network support services as described herein to the Client’s offices. The services are a comprehensive bundle of Cloud based accounting infrastructure & support services designed to achieve an exceptional balance between high network availability and reasonable hardware, software, and support costs.

Support Service

The Vendor will receive Client service and problem requests via email or dedicated Chat room. Although the service or problem may be referred to second-level support groups, or third- party maintainers for resolution, The Vendor will remain as the owner of the issue and is responsible for tracking and ensuring that the problem is resolved and closed.

Microsoft Cloud Hosting includes these Managed Services

  1. Application Support – Provides best effort assistance with the features, functions and use of desktop shrink-wrapped software applications.

  2. Technical Support – Provide a single point of contact for technical assistance with the Microsoft operating systems, systems configuration, peripheral queue, device management and hardware diagnostics for desktops, laptops and local printers.

  3. Systems Operations – Provides technical assistance with operating systems, systems configuration, peripheral queue and device management, and hardware diagnostics.

  4. Systems and Network Access/Connectivity – Provides troubleshooting for fault isolation and correction of shared devices.

  5. Security/Password – Provides user authentication and user ID creation and change and resets for network and applications where authority and network access is provided to the Vendor.

  6. Server Monitoring proactively monitors system components for faults, network connectivity, and performance thresholds. Periodic polling (IP ping) also determines network accessibility. When an alert is detected, the alert is verified and the designated contact is notified with details. Outages are documented in the trouble ticketing system. Server Monitoring, monitors servers for abnormally high usage of critical components such as CPU, disk and memory, and also monitors for subsystem failures such as power supplies and fans.

  7. Server Fault Management remotely isolates, analyzes, and resolves server problems. The Vendor provides fault detection, investigation, correction, and reporting. The Service provides remote troubleshooting and resolution of problems occurring on managed servers. It consists of resolution of Operating System errors; availability issues such as login problems and performance degradation, print queue purging. All problems are documented in a ticketing system. Problems that cannot be resolved remotely are dispatched to the Vendor’s On-Site Support. In the case of an application, database, or process problem, notification will be forwarded to the designated service provider for resolution. Both the remote support and on-site support efforts will be coordinated to resolve the issue.

  8. Server Configuration Management remotely maintains the optimum server environment and provides control of the server. This Service documents, controls, and implements logical and physical changes to managed server environments for Client. The Service provides that server configurations are not changed without appropriate approval and coordination.

  9. Server Performance Management Server Performance Management maintains the optimum server environment and provides control of server resources. This Service collects system information, produces performance reports, analyzes trends, and tunes the system parameters to achieve recommended levels of performance.

  10. Backup and Restore Service support is to provide a scheduled, monitored and managed data backup and restores of the data if data loss or corruption occurs. The Vendor retrieves the data backup on demand in an organized manner. These actions are controlled from a remote central location.

  11. Security Management Services perform functions consisting of server virus detection and repair, compliance monitoring, audit coordination, and internal self-audits. The purpose of security management is to protect the integrity, availability, and confidentiality of information assets, through the tools and processes necessary to make certain of proper authorized use of data and assets. 


  12. Virus Protection Virus protection service utilizes anti-virus software that is installed on each server and computer device to provide protection and detection of viruses, worms, and other malicious code. The anti-virus software is to be updated with current virus signatures and detection engines automatically or through the use of file distribution software.

  13. Vulnerability Management Vulnerability management consists of preventative and detective services to identify vulnerabilities as they emerge; to prevent those vulnerabilities from affecting the in-scope systems; to detect when an in- scope system has been affected; and to cure those affected systems. Vulnerability Alert management is the preventative process that collects known vulnerabilities and prioritizes vulnerabilities based on associated risk. Vulnerability Scanning is the detective process of identifying potential vulnerabilities on servers for exposures to such vulnerabilities. Any time spent out of normal business hours on remediation will be considered Afterhours support and the time will be used against any allocated onsite hours.

  14. Operating System Management This support service provides proper functionality of software on all managed servers. Support is provided for operating systems and related software products. These services consist of ongoing processes to maintain supplier-supported operating platforms and preventive software maintenance services.

  15. Hardware Management Hardware Management provides the services necessary to enable computer equipment to be physically installed, maintained, and kept operational.

  16. Operations Management Operations Management consists of those activities requiring physical hands-on support. The Vendor will provide skilled staff to support all operational support. For servers supported remotely, the Vendor will provide the operational support personnel required to assist onsite support personnel.

  17. Monitoring Server and OS Monitoring Server and OS service detects and responds to up/down availability faults generated by monitored servers.

Standard Support

PDF COPY
 

Swift Media provides best effort managed support services to all of our clients. Our service strategy is made up of a documented framework we use to ensure data security & redundancy for our clients. The WordPress Service Level Agreement falls under our standard support for windows & Linux applications as outlined below.

Managed Services – Windows & Linux Applications

We provide:

  • Application Support: We provide best effort assistance with the features, functions and use of desktop wrapped software & applications.

  • Technical Support: We provide best effort technical assistance and support with the server operating systems, systems configuration, system management and hardware diagnostics

  • Systems Network Access Connectivity: We provide troubleshooting and fault detection for communication network and infrastructure.

  • Security/Password: We provide user authentication and user ID creation, change and resets for applications and infrastructure.

  • Server Monitoring & Uptime: We provide best effort service monitoring for faults, connectivity and performance to ensure our services meet a 99% uptime guarantee.

  • Server Configuration Management: We provide best effort service to manage system resources, to mitigate performance bottlenecks and possible

  • Backup and Restoral services: We provide best effort backup services that can be made available in the case of outage or incident.

  • Virus Protection: Our infrastructure deployment strategy consists of virus protection through the use of firewalls, network strategy and software.

  • Vulnerability Management: Our system resources are monitored for system vulnerabilities. If our service detects unusual activity in the network our hardware firewall will notify and shutdown the service until our technicians can investigate.

 
 

Best Effort Statement

We are driven to provide the fastest and most secure hosting experience to our clients. Our business has been built on paying attention to the important details that help deliver a quality service at an affordable price. Since our inception we have made customer service a key component embedded into each of our service offerings. Our experience continually educates us and forces us to improve our methods daily. Our best effort in a continually changing world is to ensure uptime, security, dependability and humanity in our business. Our business relies on your success.

Website Liability & Risks

We understand that these topics can create fear, but our approach is to educate to mitigate any fear that may arise from some these topics covered below.

For over a decade Swift Media Group has helped mitigate these risks for our clients. However due to the nature of online activity we need to continue our efforts of education to prepare our clients to be successful in their online efforts.

Content Liability

You are liable for your website and its content. For an example, in the highly unlikely event that a staff member logs into your website and posts credit card information and the credit are company investigates and finds the information on your website they can attempt to prove you are liable. This why we take website security so seriously. We, as with many hosting companies, do not offer insurance for this type of event and cannot be made liable for it. Insurance for this comes from a commercial insurance brokerage. The same situation can be applied to content that is harmful or hurtful against a minority group etc. This is why website security is very important. Governments will continue to adapt legislation to better mitigate these risks, but in the meantime, we are left with the responsibility to educate and create awareness of what we call “Content Liability”. As of March 21/2021 with the 1000s of clients we have worked with, this has never been an issue or a problem.

A Right to Privacy

All visitors and people that interact with your website have the right to privacy. Though government is trying to understand the legislation of this topic, we continue to educate our clients that user privacy is important and should be treated with respect. Many website owners will construct a privacy policy that outlines this topic.

We encourage website owners to think about this topic, research it and construct a privacy policy that closely matches current government regulations.

Website Access & Use

As a website owner it is your job to ensure universal access to your website content, function and over all purpose. For example if a blind person comes to your website and attempts to use the screen reader function on your website and it is not coded properly you have unknowingly caused discrimination against people with a disability. As of March 21/2021 with the 1000s’ of clients we have worked with this has never been an issue, though we have to acknowledge that many websites fail to meet this standard.

Your Data, Your Responsibility

As a website owner your data is your responsibly. You should always have a recent backup of your website, we encourage you to request one. No matter how much redundancy we promise to you, nothing is better than you having a physical copy. In the last decade we have never lost a clients website data and we have taken multiple steps to ensure a multiple point data redundancy strategy. If there is a catastrophic event we cannot made liable for the loss of data.

Summary

These are just a few paragraphs that we hope encourage you to put your best foot forward in a digital era. The world is changing faster that any of us thought possible, as it evolves around these topics we want you to be prepared. We invite you for a discussion on these topics.

Sincerely, Matt Potter

Service Contract

PDF COPY

1) SERVICES

  • The Client” has engaged Swift Media Group Ltd. in the business of Hosting and Provisioning <service name>. Refer to Schedule A which details our <service name>

2) TERM OF SERVICE

  • This Agreement shall commence on the Effective Date and shall continue un- less it is extended or terminated as provided for hereunder. If required by ei- ther party a review of the agreement will be performed on a need be basis for the duration of this agreement.

3) LIABILITY

  • Both Swift Media Group Ltd and the Client hereby agree that neither party hereto shall be liable to the other for compensation, reimbursement or dam- ages for the loss of prospective profits or anticipated sales, on account of any expenditure, investments or commitments made in connection with the business or good will of either party or for any other reason. This limitation of liability does not extend to willful misconduct or gross negligence on the part of either party.

4) DATA LIABILITY

  • Swift Media Group Ltd will provide the Client access to daily backups of their Data. Swift Media Group Ltd will perform weekly backups of all Data and will enforce best practice to ensure the Client’s Data is secure from any loss or corruption. In the case of system failure the Vendor will restore the system with the previous days data. In the case of a catastrophic event, Swift Media Group Ltd can not be made liable for loss of data.

5) BUSINESS CONFIDENTIALITY

  • During the course of this relationship Swift Media Group Ltd maybe exposed to Client information and Data. Swift Media Group Ltd shall keep confidential, both during the term and after the termination or expiration of this agreement; such trade secrets, data, information or intellectual property as the Client, or any of its subsidiaries or affiliates business
  • Swift Media Group Ltd may be granted access regarding Client or its subsidiaries or affiliates business.

6) PAYMENT & SERVICES

  • The Client shall pay fees and related expenses to Swift Media Group Ltd for the Service Provided.
    • Swift Media Group Ltd will invoice the Client monthly. 

    • The Client agrees the monthly invoice which is due with 30 days of receipt. 

    • The monthly fee for the services provided will be based on the number of users registered with the hosted system and the server, network, and disk resources they consume.
    • The monthly fee will include the following: 

      • Afterhours support (any time prior to 7:00 or after 18:00 MST). 

      • An unlimited amount of remote support time consumed by server support or maintenance/

7) SERVERABILITY

  • If any term or provision of this agreement is invalid, illegal or incapable of being enforced because of any rule of law or public policy, all other conditions and provisions of this agreement nevertheless shall remain in full force and effect. Upon determination that any term or provision is invalid, illegal or incapable of being enforced, this agreement shall be amended so as to achieve the parties’ original intention as close as possible.

8) TERMINATION

  • Either party may terminate this Agreement without any cancellation charge and without Cause, at any time with 60-days written notice. 


9) HARDWARE & SOFTWARE PROVISIONING

  • Swift Media Group Ltd assumes the responsibility for the provisioning of all hardware. The Client is responsible for all software related to the provisioned server environment and will supply Swift Media Group Ltd the necessary information during configuration. Swift Media Group Ltd assumes responsibility for costs incurred due to errors on the part of Swift Media Group Ltd in ordering and procuring hardware or software. Such guarantees cannot be extended for hardware or software incompatibility or errors when purchased through alternate providers. Best effort support in resolving incompatibility or errors made by alternate providers will be provided. Swift Media Group Ltd will assist in the transition to the alternative hardware/software provider and also provide all existing software images and documentation. The client agrees that there will be no adjustments to the existing service amount paid to Swift Media Group Ltd in the event that an alternate provider is sourced. Swift Media Group Ltd will deliver hardware where required and any ship- ping fees incurred will be billed to the Client or directly to the Cli- ent’s shipping account. 


10) SECURITY

  • Swift Media Group Ltd will provide all documentation relative to the security configuration and operation of the Client server. Your software will be configured to use our security model and system con- figuration.

Certification & Data Assurance

PDF Copy

SWIFT MEDIA GROUP LTD

1) PCI DSS Certification

  • This certification enables Swift Media customers to benefit from an infrastructure that conforms to the PCI SSC (PCI Standard Security Council) standards for the storing and processing of payment card data.

2) ISO/IEC 27001 Certification

a. Our Data Center has received the ISO/IEC 27001:2013 certification for its Dedicated Cloud solutions.
b. This norm certifies that the required security measures and management procedures are in place

3) SOC 1 Type II and SOC 2 Type II certifications

a. Our Data Center Private Cloud security is also SOC 1 type II certified (SSAE 16 and ISAE 3402) and SOC 2 type II certified
b. These international norms certify that an organization has been set up with the required internal procedures for managing information system security

4) STAR self-assessment – Cloud Security Alliance

a. This initiative informs Swift customers that our cloud computing services are compliant with the CSA’s best practices. It also details the controls that Our Datacenter has implemented to ensure that information systems remain secure

b. After filling out the CAIQ questionnaire, Our Data Center is now featured in the Cloud Security Alliance’s STAR registry, for its Private Cloud solutions